This content is under review and may not reflect current legislation and Codes.
Complaints we receive about managing usage and expenditure on a telecommunications service include claims that a provider:
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The Telecommunications Industry Ombudsman (TIO) Limited welcomes two new members of its Board of Directors today.
David Epstein and Gordon Renouf joined as Directors after a recruitment process that began in late 2014.
“I welcome David Epstein and Gordon Renouf as new members of the Board of TIO Limited, and thank Michael Elsegood and Chris Dodds for their long service to the TIO,” Board Chair Patricia Faulkner said.
Download the Quarter Three Complaints Report
Problems with internet services increased 8.5 per cent compared to the previous quarter. Internet complaints about having trouble getting connected to the NBN network, and experiencing problems with service quality once connected, increased 13 per cent.
Complaints we receive about payments include claims that:
- a provider is charging a consumer for the way they pay or receive their bills
- a payment is missing or has been incorrectly applied
- a provider has taken a direct debit without notice or authorisation
- a provider has either direct debited an incorrect amount or processed the direct debit on a date other than what was agreed.
Laws and codes of practice
The following laws and codes of practice are relevant to complaints about payments.
Telefon veya internet hizmetleriyle ilgili şikâyetlerinizi çözmenize yardımcı olabiliriz.
Bağımsız ve ücretsiz hizmet sunuyoruz. Böylece siz ödeme yapmıyorsunuz, biz de taraf tutmuyoruz.
Telekomünikasyon Endüstrisi Ombudsmanı size aşağıdaki konularda yardım edebilir:
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Sözleşmeler: Anlaşmanızda kabul ettiğiniz bir hizmeti almadınız mı?
“I am passionate about driving systemic change. This is one of the key reasons why I was drawn to the TIO – for the opportunity to work with a team of clever and engaged people who come to work each day to both resolve individual complaints and help improve the customer experience of the telco industry as a whole.”
Growing up in regional NSW, Cynthia understands the digital divide that’s facing Australia’s regional and remote communities.
At the April 2025 Consumer Panel meeting, the major themes discussed were financial hardship and the consumer experience of being disconnected during the credit management process. The TIO is seeing these issues reflected in complaints with quarter three data showing consumers are still struggling with phone and internet payment issues and bills.
The Telecommunications Industry Ombudsman (TIO) Limited is pleased to announce Professor the Hon. Michael Lavarch AO has been unanimously appointed Independent Chair, and has succeeded Patricia Faulkner AO upon her retirement from the role on 14 July, 2019.
The Telecommunications Industry Ombudsman’s Quarter 3 (Q3) 2020-21 Complaints Report published today (Wednesday 2 June 2021) shows mobile continues to be the most complained about service type, accounting for 35 per cent of all complaints. This is the highest proportion in the last five quarters.
The TIO has appointed Queen Margaret University from Edinburgh, Scotland to conduct the 2022 review, including the public consultation.
Commenting on the review, Ombudsman Judi Jones said the organisation has “come a long way” since the previous review in 2017.
“This review provides an opportunity to reflect on how we are performing. It provides a valuable contribution to what we need to focus on in order to improve our service for consumers.”